Consumer EXperience (CX)

Winning the HEAD of the consumer.

The consumer experience is complex. 

Each experience is a MOMENT OF TRUTH and needs to be positive.

  • What drives the consumer?

  • Who’s their tribe?

  • What’s their language?

  • How do I reach them?

  • How do they feel about my brand?

Consumer feedback is complex. Incorporate a variety of metrics to understand the many dimensions necessary to make every moment delightful.

    • Consumer Effort (CES)

    • Consumer Churn (CCR)

    • Customer Lifetime Valuation (CLV)

    • Net Promoter Score (NPS)

    • Average Response (ART)

    • Average Resolution (ARR)

    • Repeat Purchase (RPR)

    • Consumer Satisfaction (CSR)

    • Consumer Loyalty (CLR)